Southwest Airlines — Local services in San Jose

To whom it may concern, I am writing in regards to my flight #2276 on Friday 10/22 at 7:05am. There were a lot of things that went wrong with the flight. The flight was diverted from Burbank to Ontario. We were supposed to land in Burbank at 8:15am but due to weather conditions, we landed in Ontario at 8:30am. Upon landing, we were given the option to get off the aircraft but were told if we had any checked-in bags, they wouldn’t be pulled off the aircraft. The luggage would arrive in Burbank. I had luggage checked-in so I felt stuck aboard until the next weather update from Burbank which was supposed to be given at 9:30am. It was about 9:50am and no update on the weather was given. The weather update was given to us at 10am. At that time we were informed that weather in Burbank was getting better but unfortunately, Ontario .. who normally had two air strips, only had 1 available and the 1 that was available had a Hole in it that was getting fixed. So we had to wait until it was repaired. By the time it was repaired it was about 11am. At no point were we given the option to have our luggage pulled so that we could leave from Ontario. .. we arrived at Burbank around 11:20am. Upon arriving at Burbank, no gates were available for us so we waiting on the aircraft for another 20 minutes. All in all, a flight that was supposed to take roughly 1 hour ended up taking about 4.5 hours. I literally could have driven from the Bay Area to Los Angeles within that time frame. The whole reason for flying was for convenience. Also, they wouldn’t pay for our transportation and for 5 hours, the only food they can offer were crackers and water. VERY...

We often fly Southwest from the bay to the east coast and back for college and generally have very positive experiences with flights and flight services. However, we received dissatisfactory service today from Lily at the check-in desk at the SJC airport (and this review specifically pertains to the service we received from her) this Saturday morning, 6/7. Usually employees at the check-in desk will let it go if the bag is a little over 50 pounds; I understand if someone is more stringent, which she was. But this woman also spent minutes measuring our check-in suitcase, which is a Samsonite standard-size and one that we've been using for years. After measuring it, she proceeded to tell us that it was large by an inch and that she guessed we could continue using it if no one had "caught us" yet and that she would let us off this time (I mean that could literally be a measurement error on her part!?). We've used that suitcase for years and had no issues. Prior to that, my sister handed her passport to Lily to which she gave it back and asked her to open it up for her since "she didn't have a driver's license." Why the assumption? She does have a license, she just chose to use her passport. Our whole interaction involved a string of passive aggressive behaviors and comments on her end and she was coarse and unwelcoming. Coming from someone with experience working in customer service in the food industry, this was the opposite of what an employee strives to be and the experience they aim to provide for...

I am between a 3 and 4 for rating and all negativity stems from needing wheelchair assistance. I never know if it is an airline or airport employee assisting me. The worst was departing from San Diego. Customers were required to use a special line for wheelchair assistance. While this line was long there were 2 other curbside agents who would have no one in their line but unable to get us checked in. They did however assign numbers to those waiting for assistance and were supposed to assist based on flight departure time. That didn.t happen at all. They basically took people in the order they checked in. It took almost 30 min just to get curbside assistance to be wheeled through security. And a lot of it was the lack of staff urgency. My assistant came and got me and then proceeded to have a lengthy conversation with the ticket agent. I allocated plenty of time from curb to gate. It was the staff and not long lines that made me late for gate check in. Priority and Group A had already boarded. And TSA was just as bad and had someone reviewing the xray'd bags that was taking entirely too long to do their job. Overall it was the staff.s lack of urgency in anything that made getting through the San Diego airport...